Warranty service on an Epson projector


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Over the weekend my home theater projector, an Epson 8350, died. It was about 18 months old, and didn’t last nearly as long as I expected. But it was a good projector, so I wasn’t too upset.

When I took the projector down, I noticed a sticker with a phone number for technical support. In this day and age, I’ve pretty much resigned myself to the fact that almost any electronic item more than a couple months old which breaks is probably just going to get thrown away and replaced.

But on a whim I called the support number on the projector. I reached a technician with flawless English (other than an odd habit of addressing me as Sir Peter) who asked a few troubleshooting questions and took my serial number.

Then to my astonishment he told me my projector is still under warranty, and he would FedEx a replacement unit. I could send the broken one back in the same shipping box, with shipping prepaid.

So today I have a new (refurbished) projector, and a new appreciation for Epson. Thank you for standing behind your products.

Republished with author's permission from original post.

Peter Leppik
Peter U. Leppik is president and CEO of Vocalabs. He founded Vocal Laboratories Inc. in 2001 to apply scientific principles of data collection and analysis to the problem of improving customer service. Leppik has led efforts to measure, compare and publish customer service quality through third party, independent research. At Vocalabs, Leppik has assembled a team of professionals with deep expertise in survey methodology, data communications and data visualization to provide clients with best-in-class tools for improving customer service through real-time customer feedback.


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